Fiiiiiiiiiiiiiiiiiiiiiiiiiiiight!!

Over two weeks ago I ordered some stuff from the website, and when I came home from Chicago on the 4th, still hadn’t received it. Per the DHL tracking information I was given, my package was delivered successfully, but not to me! I live in the Bronx. The tracking DEFINITELY says it was delivered to Woodside, NY. Umm – I don’t live there!! So after back and forth with DHL and Ann Taylor, I was told by DHL that they could not confirm my package was delivered to the right place. But even with this information, the best Ann Taylor could do for me was to have me write a letter to dispute the charges. No refund, no replacement shipment, nothing. So after emailing them my dilemma (which I was told to do), I received this generic email:

Dear Ms. [last name redacted]:

Thank you for taking the time to contact Ann Taylor LOFT regarding your recent online order number [redacted]. I’m sorry that you did not receive your package.

After reviewing the DHL tracking information, I show that your package was delivered to the correct shipping address on August 28, 2008. In order to receive the correct adjustment to your Ann Taylor Credit Card, please contact Ann Taylor Card Holder Services to begin the dispute process. In order to dispute a charge on your Ann Taylor Credit Card, you will need to submit the dispute in writing. Late fees and finance charged are not waived unless the dispute has been submitted in writing. The dispute notification needs to be received within 60 days of the statement date on which the transaction first appeared. Please refer to the Billing Rights Summary section on the back of your statement for complete instructions on filing the dispute. Please send your dispute, with your account number included in the letter to the following address:

Thank you for contacting Ann Taylor LOFT. We apologize for the inconvenience this may have caused. If you have any additional questions, please e-mail us at clientservices@anntaylorLOFT.com or call us at 1 800 DIAL ANN(1.800.342.5266). We are available Monday through Friday from 9:00 am to 9:00 pm EST, Saturday from 9:00 am to 5:30 pm EST and closed on Sunday.

So after all that blah blah blah blah nonsense from their “fulfillment specialist” (I don’t feel very fulfilled), and the fact that she barely checked the facts, I wrote a lovely response:

Dear Crystal –

Thank you for your response. I will mail a letter to dispute the charge, even though the representative I spoke with on the telephone from Ann Taylor credit card said that email would be faster and acceptable.

However, I also would hope that you would note per my DHL tracking information that the package did NOT arrive at the right location, as I live in the Bronx, NY, and the tracking information clearly states that it was delivered to Woodside, NY, which is not in the Bronx.

And per speaking with a DHL representative, if you were to call them as a representative from Ann Taylor Loft did, they would confirm that the package was not delivered, and that the driver could not confirm that it was delivered to the correct address.

As of right now, the charge is being held on my Ann Taylor credit card while I dispute the charges for the package I never received. I am very disappointed in the service in which Ann Taylor (both store and credit card departments) has handled this situation, as the only answer or guidance I received was to “write a letter.”

Lacey [last name redacted]

Ooooh it makes me so mad!!! And the best thing is that two seconds later I got an email from another “specialist” at Ann Taylor, with the exact same automated email!! So what did I do? Called her out on it, and copied and pasted my response to the first one back to her.

Gah!

I don’t even want to reorder the stuff that I bought because I am so frustrated with Ann Taylor Loft!!

Loved your email to them! Very good way to handle it while also stickin’ it to ’em. I hate automated emails. Do they really think we are that stupid? If you can get this resolved I would say to hell with them and write a letter to the corporate office. I’ve done that and do you know how many times my butt was kissed to make up for the huge mistake? 🙂 You might point out that this is Anne Taylor, not Walmart, you would expect the customer service level would be far better!

I’m in a similar fight with FedEx! I placed an order with Fairytale Brownies to have some sent to my sister (she started a new job last week!), and the FedEx guy delivered them…but rather then leaving a note and bringing them to the main office of her building, he left them by the mailboxes and someone stole them! Wankers!